Paid my Woolies store card in October but payment was never allocated, account has arrears and is appearing on credit bereu

I paid my Woolies store card via the Woolies app using card payment as I always do but this time around my payment was not accounted for. After receiving several emails and messages I decided to call them and sent my bank statement and proof of transaction from the bank with a stamp on it. Everything was clear but I kept on getting messages and with each call I had to send documents and all of them kept promising me that the payment will be allocated. I sent almost 10 emails and called 15 times already but up to this day they still say they need proof of payment. My account has been handed over and my name is on credit bereu affecting my credit score. I went to one of the stores for assistance and the person would be asked to send the documents each time I went and with a promise that it will be allocated but nothing. Last week I called and the person on the line told me straight that she doesn’t know what the problem is because my documents are in order. At this post I am really frustrated because my score is affected and I also use this account to buy my baby food and clothes.